Recording agents, bots, and visitors
Conversations involve different parties; such as, visitors on a social media site, customers, chat bots, and agents. Verint EDM Capture is configured differently for conversations with and without agents. Conversations without an agent include: messages between a visitor and a chat bot, messages between visitors on a social media platform, and unanswered messages from visitors.
Recording Agent Conversations
To capture conversations handled by Verint Messaging agents, each agent must have a Verint employee account that is mapped to the Conversocial data source.
Conversations from unknown agents are identified as visitors.
Recording Bots and Visitors
To capture the conversations not handled by agents, a default employee account is assigned to the Conversocial data source. If it is not assigned,
Verint uses the default employee account to capture:
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Conversations handled by chat bots
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Unanswered messages from platform visitors
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Messages exchanged between platform visitors